Refund policy
At Ollie & Fox Studio, every artwork is custom printed to order specifically for you. Because of the personalised, made-to-order nature of our products, we ask customers to choose carefully before placing an order.
Made-To-Order Products
All artworks are produced upon purchase and made specifically for each customer. For this reason, we do not offer returns, refunds, or exchanges for change of mind, including:
- Change of mind after purchase
- Ordering the wrong size, frame colour, or artwork
- Incorrect measurements or suitability for your space
- Preference changes after receiving the product
- Sale or promotional items
Please review product details, sizing, and frame selections carefully before placing your order.
Damaged, Defective or Incorrect Items
We take great care in producing and packaging every order. If your artwork arrives damaged, defective, or incorrect, please contact us within 24 hours of delivery so we can resolve the issue promptly.
To request a replacement, please email hello@ollieandfoxstudio.com.au and include:
- Your order number
- Clear photographs of the damage or fault
- Photographs of the packaging (if damaged)
- A brief description of the issue
Once reviewed, we may arrange a replacement at no additional cost where the item is confirmed to be damaged, faulty, or incorrect.
Claims submitted outside the 24-hour timeframe may not be eligible for replacement.
Returns
As all products are custom-made to order, we generally do not accept returns.
In rare cases where a return is approved, items must be:
- Unused and in original condition
- In original packaging
- Accompanied by proof of purchase
Returns sent without prior approval will not be accepted.
Exchanges
We do not offer exchanges for:
- Change of mind
- Incorrect artwork selection
- Incorrect size selection
- Preference changes
If your order arrives damaged or incorrect, we will assess the matter and organise a replacement where appropriate.
Refunds
Refunds are only considered in circumstances where:
- A replacement cannot reasonably be provided; or
- Required under Australian Consumer Law.
If approved, refunds will be processed to the original payment method used at checkout. Please allow time for your bank or payment provider to process the transaction.
Australian Consumer Law
Nothing in this policy excludes or limits your rights under the Australian Consumer Law (ACL). You may be entitled to a repair, replacement, or refund for products that arrive faulty, damaged, or significantly different from what was ordered.
